I like iced tea. In fact, I like it a lot. Over the course of a hot Houston summer, I bet I drink a thousand glasses of iced tea, each with just the right amount of self-administered artificial sweetener. Because I eat out a lot, and tend to frequent the same places on a regular basis, most of the eateries in my neighborhood are familiar with my voracious thirst for the stuff as a customer.
Over this most recent summer, I took note of a practice related to how some restaurants handle the refilling of my iced tea. Their approach is illustrative of how companies’ policies and practices, many meant to better serve customers in one way or another, can actually cause more problems than they solve. Continue reading “Thanks, But It Misses the Point – Part 1”